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New Contributor
Posts: 4
Registered: ‎09-24-2013
My Device: 9860 torch
My Carrier: bouygues

BB torch 9860: BB and return buttons freeze

Hi All,

 

I experience an issue since a while with my BB 9860. The BB button and the return button work only after clicking like a mad man on all the buttons.

It doesn't seem to be a hardware pb because it comes back from time to time and works correctly until the next freeze; ie: when I leave my phone for an hour or so.

Does anyone have the solution for this issue, I intend to replace the screen, do you know if this solves anything?

 

Thanks for your help

cheers, Frederic

Hall of Famer III
Posts: 58,187
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: BB torch 9860: BB and return buttons freeze

Hi and Welcome to the Community!

I recommend that you attempt to boot into Safe Mode:

  • KB17877 How to start a BlackBerry smartphone in Safe Mode

It may take you multiple attempts to get the ESC key sequence (press/release/hold) correct, so be patient. When successfully into Safe Mode, see what happens.

If the behavior ceases, then think carefully...what happened just before this behavior started? A new app? An update? A Theme? Something else? Think carefully as the smallest change could be causal...and attempt to undo whatever that was.



But if the behavior continues in Safe Mode, then you may need to consider more drastic actions -- WIPE, OS Reload, BBSAK Wipe/Reload, and the "Bare Bones" OS Reload Process. To prepare, you should be sure that you have a full backup to your PC...please review the Backup link in my auto-sig on this post for instructions.

You may also need the use of these tricks:

Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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New Contributor
Posts: 4
Registered: ‎09-24-2013
My Device: 9860 torch
My Carrier: bouygues

Re: BB torch 9860: BB and return buttons freeze

Hello sdgardne,

 

Thank you very much for your quick and extensive reply to my question.

I will go then step by step following your recommendations. I am now in safe mode and the buttons seems to be working (until now).

Let's wait a bit and hopefully I will come back to you with good news.

cheers,

Frederic

New Contributor
Posts: 4
Registered: ‎09-24-2013
My Device: 9860 torch
My Carrier: bouygues

Re: BB torch 9860: BB and return buttons freeze

I am afraid, I have been too optimistic. Buttons freeze again.

Going to next step.

Frederic

Regular Contributor
Posts: 54
Registered: ‎09-11-2013
My Device: BlackBerry Z10, BlackBerry Pearl 3G 9105, BlackBerry Curve 9220

Re: BB torch 9860: BB and return buttons freeze


rouffi_f wrote:

I am afraid, I have been too optimistic. Buttons freeze again.

Going to next step.

Frederic


 

You can contact your carrier/service provider for additional troubleshooting steps so that you may take advantage of the warranty support (which is for free) that they provide.



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Hall of Famer III
Posts: 58,187
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: BB torch 9860: BB and return buttons freeze


domina_sesa_jecka wrote:

You can contact your carrier/service provider for additional troubleshooting steps so that you may take advantage of the warranty support (which is for free) that they provide.


Actually, that's not quite how it works. That advice is accurate only if you also bought your device from the same carrier that you are now operating on. But, if you obtained your device from anywhere else (e.g., non-carrier affiliated shop, other device-only reseller, eBay, etc.), then if it indeed turns out to be a hardware problem (which, from the tests so far run, is not yet a conclusion that can be viably reached), warranty service and other formal support is provided elsewhere...refer:

Hopefully, this information will be of use to you.

 

Hence, since the OP has stated they are moving on to the next steps, we shall await the outcome of those.


Cheers, and Good Luck!


Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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New Contributor
Posts: 4
Registered: ‎09-24-2013
My Device: 9860 torch
My Carrier: bouygues

Re: BB torch 9860: BB and return buttons freeze

I have connected the phone on the desktop manager and have been removing some unused apps through the soft.

After reboot, the buttons seem to be back and work fine (let's be cautious and test it for a while).

This pushes me to the conclusion that the pb might be soft and not hard. I will probably reset the phone and reinstall the OS in case of new failure.

 

Going through the forum, I have found a very similar issue from stevex48:

http://supportforums.blackberry.com/t5/BlackBerry-Torch/BB-key-and-return-key-not-working/m-p/203273...

 

By the way, is there a procedure to save the apps that I want to keep in case of reset or do I have to reinstall everything?

 

Thanks for all your suggestions and support.

I will let you know in case of evolution.

Cheers,

Hall of Famer III
Posts: 58,187
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: BB torch 9860: BB and return buttons freeze

It is always best to actually reinstall things...restoring of apps can reintroduce the very corruption that is attempting to be removed. Reinstalling apps allows them to hopefully install clean, without any corruption.

Hopefully you have been very careful in your process and know exactly the app that caused the problem. For example, if you removed 5 apps (without any delay period between the removals) and the problem is gone, you really have no way to know which of those 5 apps was the cause.

Good luck!

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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New Contributor
Posts: 4
Registered: ‎12-03-2013
My Device: Bold 9700
My Carrier: Vodafone

Re: BB torch 9860: BB and return buttons freeze

What if you buy the device in Duty-free shop?
Hall of Famer III
Posts: 58,187
Registered: ‎11-28-2008
My Device: DTEK50 (AAH108), PRIV (AAH995), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1917)
My Carrier: TMobile USA

Re: BB torch 9860: BB and return buttons freeze


sashika_net wrote:
What if you buy the device in Duty-free shop?

Hello,

 

I'm not quite positive how your question relates to this thread, but perhaps you are asking about warranty, which is fully covered in post 6 above (including the link provided in post 6).

 

If your question was otherwise intended, please clarify.

 

Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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